Complaints and Information Manager

Salary: £26 per hour
Location: NW9 4EW- Hybrid, 2 days in the office per week
Contract: Temporary for 9-12 months

About the Role

We are seeking an experienced Complaints and Information Manager to lead our central Complaints and Information Team and support the delivery of an excellent customer experience across our client’s business and its subsidiaries.

This senior role will shape how complaints, information rights requests, and members’ enquiries are managed ensuring fairness, transparency, compliance, and continuous learning across the organisation. If you are a confident leader with strong technical knowledge and a passion for improving services, we would welcome your application.

Key Responsibilities

Lead Complaints and Members’ Enquiries

• Oversee the end-to-end management of complaints and members’ enquiries.
• Coach and support complaint handlers to ensure high-quality responses.
• Act as the senior escalation point for complex enquiries.
• Build productive relationships with councillors, MPs, and their caseworkers.
• Ensure investigations are timely, thorough, and compliant.

Manage Information Rights

• Lead the handling of Freedom of Information (FOI), Environmental Information Regulations (EIR), and Data Subject Access Requests (DSAR).
• Ensure full compliance with legislation such as FOIA 2000, UK GDPR, and the Data Protection Act 2018.
• Provide advice and guidance to colleagues on information rights obligations.
• Support the Data Protection Officer in promoting good data-handling practices.

Drive Service Quality and Organisational Learning

• Analyse complaint, enquiry, and information rights data to identify trends and areas for improvement.
• Produce clear, insightful performance reports for senior leaders, boards, the Council, and other stakeholders.
• Contribute to a positive learning culture by identifying root causes and supporting service improvements.
• Develop policies, procedures, training, and quality assurance processes.

Leadership and Collaboration

• Manage and motivate a high-performing team of two.
• Work collaboratively with senior managers across the organisation, including housing and social care services.
• Influence decision-makers to resolve issues promptly and embed organisational learning.
• Lead engagement with external bodies such as the Housing Ombudsman and Local Government Ombudsman.

Person Specification

Experience

• Managing a complex or high-volume complaints service.
• Overseeing information rights processes.
• Preparing high-quality written reports for senior audiences.
• Delivering training, coaching, and influencing colleagues at all levels.
• Building effective relationships with senior managers, councillors, and MPs.
• Interpreting and applying relevant legislation.

Skills and Knowledge

• Strong knowledge of FOIA 2000, EIR 2004, UK GDPR, and the Data Protection Act 2018.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Highly organised, proactive, and able to manage competing priorities.
• Strong IT skills and familiarity with case management systems.
• Professional, empathetic, and solutions-focused approach.